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Before you begin
Use tickets.manage and Manage Server for panels, and tickets.handle for handling. Spider must manage channels and access the configured categories.
Step by step
In Community → Tickets → Panels and settings, create a panel and choose its publication channel.
Define request types using buttons, a menu or mixed mode. Give each choice a label and description.
Assign the creation category, support team, archive category and questions.
Set allowed or denied roles, ticket limits, opening cooldown and priority.
Save and publish the panel. Open a test request and check who can access its new channel.
In Cases, assign, follow up and close the ticket using the available tools. Review its history and transcript where available.
Panel and request options
- Choices can have their own teams, categories, questions, welcome message and name format.
- A ticket questionnaire contains 1 to 5 short or long questions. Use the Support centre for a more detailed conditional flow.
- Panel links, its image and thumbnail guide members before opening a request.
Handling queue
The dashboard shows only tickets accessible to your team. Ownership, priority and statuses help distribute work. First response, resolution and satisfaction statistics depend on collected measurements; a missing value is not zero.
Transcripts and privacy
Transcripts depend on accessible messages and bot content capabilities. Check visibility before sharing them. A manually deleted channel may become an archived or needs-review ticket; check its state before reopening a request.